Daily
Queued Calls
The total number of incoming calls.
ASA (Target: <30 Seconds)
Average Speed to Answer (ASA) is a how long it takes a for a user to be connected to an agent after being placed in the call queue.
Abandon Rate (Target: <3.5%)
Abandon Rate is the percentage of the total calls disconnected while waiting for an agent to answer.
AHT (Target: <20 Minutes)
Average Handle Time (AHT) is the total average of time spent per call.
Queue Depth (Target: <500)
Queue Depth represents the entire volume of incidents and requests.
INCs
Incidents (INCs) is the total count of incident tickets.
RITMs
Requested Items (RITMs) is the total count of requested item tickets.
0
Queued Calls
00:00
ASA
0.0%
Abandon Rate
00:00
AHT
0
Queue Depth
0
INCs
0
RITMs
Month to Date
Month to Date
The total number of calls broken up by inbound, outbound, and abandons per queue.
0
Queued Calls
00:00
ASA
0.0%
Abandon Rate
00:00
AHT
TechLine
TechLine Change
TechLine News
Inbound
Outbound
Abandoned
Daily Call Queue Breakdown
Daily Call Queue Breakdown
The total number of calls broken up by inbound, outbound, and abandons for each queue.
| Queue Name | Inbound | Outbound | Abandoned | Abandoned Rate |
|---|---|---|---|---|
| TechLine Primary | 0 | 0 | 0 | 0 |
| TechLine Afterhours | 0 | 0 | 0 | 0 |
| TechLine Change | 0 | 0 | 0 | 0 |
| LATAM | 0 | 0 | 0 | 0 |
| TechLine News | 0 | 0 | 0 | 0 |
| Total | 0 | 0 | 0 | 0 |
Daily Ticket Status
Daily Ticket Status
The total number of incidents and requests broken up by pending, submitted, and fulfilled.
INCs
RITMs
Submitted
Pending
Fulfilled
Ticket Aging Profile
Ticket Aging Profile
The total number of incidents and requests broken up by how long they have been open.
INCs
RITMs
TechLine Historic Data 2021
Historic Data
Comparison of main KPIs over the years, month by month.
| Jan | Feb | Mar | Apr | May | June | Jul | Aug | Sep | Oct | Nov | Dec | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Calls | 8360 | 8270 | 10259 | 11131 | 9979 | 11451 | 11039 | 11286 | 13866 | 12840 | 15708 | 10525 |
| ASA | 00:10 | 00:20 | 00:23 | 00:33 | 00:21 | 00:37 | 01:05 | 00:36 | 01:15 | 01:30 | 03:14 | 00:45 |
| ABN | 1.0% | 1.5% | 1.3% | 1.5% | 0.8% | 1.8% | 9.6% | 2.4% | 5.4% | 6.7% | 14.6% | 3.0% |
| AHT | 12:00 | 12:00 | 12:00 | 11:00 | 11:00 | 12:00 | 12:00 | 12:00 | 12:00 | 12:00 | 10:00 | 08:00 |
TechLine & GSD Historic Data 2020
Historic Data
Comparison of main KPIs over the years, month by month.
| Jan | Feb | Mar | Apr | May | June | Jul | Aug | Sep | Oct | Nov | Dec | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| GSD Calls | 9958 | 8573 | 14855 | 8136 | 6678 | - | - | - | - | - | - | - |
| TechLine Calls | - | - | 2391 | 2347 | 743 | 6418 | 5859 | 7297 | 7692 | 10065 | 9729 | 8492 |
| ASA | 00:28 | 00:20 | 03:00 | 00:38 | 00:51 | 00:29 | 00:38 | 00:33 | 00:38 | 01:11 | 00:36 | 00:45 |
| ABN | 0.8% | 0.5% | 11.0% | 1.1% | 2.1% | 2.3% | 1.8% | 1.7% | 1.9% | 4.0% | 2.0% | 1.0% |
| AHT | 10:00 | 10:00 | 14:00 | 13:00 | 13:00 | 17:00 | 12:00 | 13:00 | 12:00 | 12:00 | 12:00 | 12:00 |
GSD Historic Data 2019
Historic Data
Comparison of main KPIs over the years, month by month.
| Jan | Feb | Mar | Apr | May | June | Jul | Aug | Sep | Oct | Nov | Dec | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Calls | - | - | - | 11992 | 11806 | 11626 | 11828 | 11200 | 10758 | 12288 | 8713 | 6578 |
| ASA | - | - | - | 01:57 | 01:16 | 00:35 | 00:33 | 00:56 | 00:46 | 00:49 | 00:26 | 00:42 |
| ABN | - | - | - | 11.5% | 2.0% | 2.4% | 1.6% | 3.2% | 1.9% | 2.9% | 0.9% | 1.4% |
| AHT | - | - | - | 10:00 | 11:00 | 11:00 | 11:00 | 11:00 | 11:00 | 11:00 | 11:00 | 11:00 |
Historic Data Overview
Historic Data Overview
Comparison of call totals spread out month by month.
10,380
2021 AVG Calls
9,065
2020 AVG Calls
10,754
2019 AVG Calls
| Jan | Feb | Mar | Apr | May | June | Jul | Aug | Sep | Oct | Nov | Dec | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 20/21 % | -13% | -3% | -41% | +6% | +35% | +78% | +88% | +55% | +80% | +28% | +62% | +25% |
| YTD % | - | -4% | +24% | +9% | +10% | +15% | -4% | +2% | +23% | -7% | +22% | -32% |
| AVG | -20% | -24% | -5% | +3% | -8% | +6% | +2% | +4% | +28% | +19% | +51% | -7% |
Daily
Queued Calls
The total number of incoming calls.
ASA (Target: <30 Seconds)
Average Speed to Answer (ASA) is a how long it takes a for a user to be connected to an agent after being placed in the call queue.
Abandon Rate (Target: <3.5%)
Abandon Rate is the percentage of the total calls disconnected while waiting for an agent to answer.
AHT (Target: <20 Minutes)
Average Handle Time (AHT) is the total average of time spent per call.
Queue Depth (Target: <500)
Queue Depth represents the entire volume of incidents and requests.
INCs
Incidents (INCs) is the total count of incident tickets.
RITMs
Requested Items (RITMs) is the total count of requested item tickets.
0
Queued Calls
00:00
ASA
0.0%
Abandon Rate
00:00
AHT
0
Queue Depth
0
INCs
0
RITMs
Month to Date
Month to Date
The total number of calls broken up by inbound, outbound, and abandons per queue.
0
Queued Calls
00:00
ASA
0.0%
Abandon Rate
00:00
AHT
News Helpdesk Regular
News Helpdesk Priority
TechLine After Hours
Inbound
Outbound
Abandoned
Daily Call Queue Breakdown
Daily Call Queue Breakdown
The total number of calls broken up by inbound, outbound, and abandons for each queue.
| Queue Name | Inbound | Outbound | Abandoned | Abandoned Rate |
|---|---|---|---|---|
| News Regular | 0 | 0 | 0 | 0 |
| News Priority | 0 | 0 | 0 | 0 |
| CNBC Helpdesk | 0 | 0 | 0 | 0 |
| TechLine Afterhours | 0 | 0 | 0 | 0 |
| TechLine News | 0 | 0 | 0 | 0 |
| Total | 0 | 0 | 0 | 0 |
Daily Ticket Status
Daily Ticket Status
The total number of incidents and requests broken up by pending, submitted, and fulfilled.
INCs
RITMs
Submitted
Pending
Fulfilled
Ticket Aging Profile
Ticket Aging Profile
The total number of incidents and requests broken up by how long they have been open.
INCs
RITMs
Input
Preview
4/28/21
